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  • 1.  Feature Release: Filter views by Topics - Topic Trend & Agent/Queue/Flow Topic views

    Posted 11-15-2023 11:03

    Hello everyone

    Today we're really excited to be releasing a new filter capability for Speech & Text Analytics views.

    This new capability will allow you to filter the data in Topic Trends and Agent/Queue/Flow Topic views, by one or more Topics.

    This is a great feature that will allow you to perform layered filters on aggregate data to understand the impact of those filtered Topics on other Topics of interest. For instance you may want to understand how many 'Escalation' Topics are found where the 'Agent Knowledge Gap' Topic is also found; helping you understand any need for Agent development which may reduce escalation numbers

    The feature will allow you to either AND or OR Topics in the filter:

    • Adding Topics at the same level will mean they are treated as OR
    • Adding Topics at separate levels will mean they are treated as AND

    This is a really powerful feature, allowing much more detailed analysis of Topic insights

    For more information visit:

    https://help.mypurecloud.com/articles/topic-trends-summary-view/

    https://help.mypurecloud.com/articles/agent-topics-summary-view/

    https://help.mypurecloud.com/articles/queue-topics-summary-view/

    https://help.mypurecloud.com/articles/flow-topics-summary-view/

    This feature will be rolled out throughout this week, becoming globally available by end of day Friday November 17th

    Thanks


    #SpeechandTextAnalytics

    ------------------------------
    Andy Boland
    Genesys - Employees
    ------------------------------


  • 2.  RE: Feature Release: Filter views by Topics - Topic Trend & Agent/Queue/Flow Topic views

    Posted 11-17-2023 18:21
      |   view attached

    @Andy Boland has anyone reported challenges since this was implemented? 

    I have attached a video; I used to be able to use the "Content Search" option next to a Topic to add filters for the TOPIC and for the Queue.  Examples in the video are From Topic Trends View and Queue Topic Trend Detail View; neither is attaching the topic as a filter, but the queue option attached the queue option.

    Any fix for this or is this a permanent adjustment? 



    ------------------------------
    Shelby Cronk
    ConvergeOne, Inc.
    ------------------------------

    Original Message


  • 3.  RE: Feature Release: Filter views by Topics - Topic Trend & Agent/Queue/Flow Topic views

    Posted 11-20-2023 04:07

    Hi Shelby

    Thanks for your feedback on this

    I noticed this too. It's a bug which is logged and will be fixed soon. You'll still be able to carry these filters through once fixed.

    Sorry for the inconvenience here. Appreciate your help

    Thanks



    ------------------------------
    Andy Boland
    Genesys - Employees
    ------------------------------

    Original Message


  • 4.  RE: Feature Release: Filter views by Topics - Topic Trend & Agent/Queue/Flow Topic views

    Posted 12-08-2023 10:11

    Hi Shelby

    I wanted to give a quick update on this

    We've fixed this bug now and these reports are working as they were previously; carrying through filters from Topic Trends to Content Search

    Sorry again for the inconvenience with this

    Thanks



    ------------------------------
    Andy Boland
    Genesys - Employees
    ------------------------------

    Original Message


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